What are the responsibilities and job description for the Dispatcher position at Apex Plumbing Pros?
Apex Pros is a fast-growing residential plumbing, HVAC and Electrical company based in Dublin, Ohio. We pride ourselves on delivering outstanding customer service while creating long-term growth opportunities for our team members. Our success is built on professionalism, teamwork, and a commitment to providing a true 5-Star customer experience.
We are seeking a highly motivated and detail-oriented Dispatcher to join our Dublin office. This role plays a critical part in delivering an exceptional customer experience by ensuring the right professional is sent to the right customer at the right time.
The Dispatcher serves as the primary point of contact for customers from dispatch notification through job completion while managing the daily schedules of our field professionals.
Key Responsibilities
- Create a 5-Star customer experience through clear, professional, and timely communication
- Manage and optimize daily schedules for field professionals
- Serve as the primary customer contact from dispatch through job completion
- Handle appointment confirmations, rescheduling, and customer updates
- Assist with inbound customer service calls as needed
- Resolve customer concerns promptly and professionally
- Perform customer follow-ups after completed appointments
- Follow up on unsold estimates
- Support office operations as needed to ensure smooth daily workflow
Critical Success Factors
- Strong motivation, tenacity, and attention to detail
- Ability to follow established systems and procedures
- Consistently meet or exceed individual performance metrics
- Maintain a clean, organized, and professional workspace
- Build trust and confidence with both customers and team members
- Maintain a professional appearance and demeanor
- Operate in a way that encourages referrals from customers
- Participate in all required company activities, including training, meetings, and scheduled events
Requirements
- High school diploma or equivalent required
- Must pass drug screening and background check
- Minimum of one year of dispatch experience in plumbing, HVAC, electrical, or other service-based industries preferred
- Dispatch experience in local trucking or logistics will be considered if locally focused
- Excellent phone-based customer service skills
- Experience with ServiceTitan preferred but not required
- Proficiency with Microsoft Office strongly preferred
- Familiarity with Google Workspace (Gmail, Calendar, etc.) strongly preferred
- Ability to manage multiple tasks and a fast-paced, changing workload
- Strong interpersonal skills with the ability to connect in person and across phone, email, and digital communication
Why You'll Love It Here (Benefits/Total Rewards)
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k)
- Paid Time Off
- Short Term Disability
- Training & Development Opportunities
- Life Insurance
- Wellness Resources (Gym & Onsite Barber)
- Job Type: Full-time Onsite
- Employee Assistance Program
- Team Lead Provided Company Vehicle and Fuel Card
- Health Savings Account